Stephen W.

FreelancerTop Rated Plus

CX Systems Architect | Support Operations & Workflow Design

Member since 2023 · 100% Job Success

View on Upwork

WorldTop 0.33%

United KingdomTop 0.44%

ZendeskTop 0.46%

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$6.3k

MRR

est. monthly

#3,480

World rank

of 1,043,970

$41k

Lifetime earnings

since 2023

Total jobs

completed

About

I design, optimise, and automate customer support and CX operations so they scale cleanly, consistently, and profitably.

With 20+ years across B2B SaaS, enterprise support, customer success, and operational transformation, I specialise in CX systems architecture, workflow automation, and customer operations design.

I take fragmented workflows, bloated backlogs, manual processes, weak reporting, disconnected tools, and reactive support environments and turn them into structured operating models that teams can actually run.

My work covers the full customer operations stack:

• CRM
• support platforms
• onboarding workflows
• contracts and e-signature
• payments and refunds
• knowledge and self-service
• chat and AI escalation
• automation and reporting

If your team relies on spreadsheets, manual updates, disconnected systems, inconsistent macros, or individual knowledge, I redesign the system underneath it.

What I deliver

• CX and support operating model design
• Zendesk architecture, triggers, macros, forms, routing, fields, and reporting
• Intercom workflows, product tours, tooltips, help content, chat flows, and self-service
• HubSpot CRM setup, companies, contacts, deals, properties, pipelines, and onboarding workflows
• DocuSign workflow design, template structure, field mapping, signing flows, and CRM handoff
• Stripe-related payment, refund, and support workflow design
• Make and n8n automation using APIs, webhooks, and middleware
• Manual process reduction across support, refunds, bookings, onboarding, and escalations
• Backlog health analysis and capacity modelling
• AI escalation and chatbot failure analysis
• Knowledge systems aligned to KCS principles
• Data-led reporting that surfaces risk early

Platforms and systems

Hands-on experience across:

• Zendesk
• Intercom
• HubSpot
• DocuSign
• Stripe
• Make
• n8n
• Jira
• Oracle RightNow
• Google Sheets and operational trackers
• CRM, booking, support, contract, payment, and internal tool integrations

Tools are implementation layers.

Rankings

Where Stephen W. ranks by monthly revenue, worldwide, in United Kingdom, and in every Upwork skill it competes in.

World#3,480 / 1,043,970Top 0.33%

United Kingdom#109 / 24,626Top 0.44%

Zendesk#16 / 3,450Top 0.46%

Analytical Presentation#14 / 3,636Top 0.39%

Zendesk API#3 / 111Top 3%

Decision Making#3 / 374Top 0.8%

Incident Management#4 / 635Top 0.63%

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Freelancer snapshot

On Upwork since2023

Rating100% Job Success

Skills tracked5

Skills

ZendeskAnalytical PresentationZendesk APIDecision Making

Stephen W. works mainly in Zendesk, ranking top 0.46% of freelancers in that skill.

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